help desk

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help desk

A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities. See tech support and help desk ticket.


The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com)
References in periodicals archive ?
In addition, META Group found that re-insourcing is not always the best solution, as the same issues causing the outsourcing relationship to fail will also cause internal help desk service to suffer.
With FastCall, help desk support personnel receive caller and problem information in a partially completed Remedy Help Desk Ticket prior to getting passed a call.
The help desk will use iKnow knowledge tools to capture the knowledge and experience of its senior analysts, and then use that support knowledge to help train new technicians more quickly.
These days, help desks are relying on networked systems and the web to accomplish scores of tasks remotely.
IBM's Virtual Help Desk includes 24 hour, seven-day-a-week technical support via the Web.
The RightAnswers Unified Knowledge Suite offers help desk and support organizations a level of intimacy between RightAnswers' software, content, and services to ensure an effective start to their self-service initiatives and continually grow an effective knowledge-centric environment.
Addressing the need to automate its help desk operations which included replacing an existing system, Lehigh University selected FootPrints because it was cost-effective, easy-to-deploy, and web-based.
The 2005 FootPrints(R) User Conference offers an interactive forum for FootPrints customers to learn and exchange help desk and customer service best practices, technologies, and real-world deployments of the award-winning FootPrints product line.
com) has announced the addition of The Help Desk Essential Guide to their offering.